Delivery and returns policy

Delivery policy

1.1 This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website or by telephone, fax, post or e-mail.

1.2 This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale.

2. Geographical limitations

2.1 We will deliver to the following countries and territories under our standard delivery charges: England, Wales & Scotland (excluding Highlands and Islands).

2.2 Deliveries to all other countries and territories will be solely at our discretion.

3. Delivery methods and periods

3.1 Small orders will be delivered by courier. Larger orders will arrive on pallets. All pallet delivery vehicles will have a tail-gate for unloading. Oversize pallet deliveries will require a fork-lift to assist with unloading.

3.2 The delivery periods are set out for each product on our website.

3.3 If you place your order before 3pm on a working day, these time periods run from the close of business on that day; if you place your order after 3pm on a working day, or on a non-working day, these time periods run from the close of business on the next following working day.

3.4 The delivery periods set out on our website are indicative only, and whilst we will make every effort to execute orders promptly, we do not guarantee delivery before the end of the stated period.

3.5 We may conduct fraud screening checks before dispatching the order, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.

4. Delivery charges

4.1 Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.

4.2 Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.

5. Receipt and signature

5.1 All deliveries must be received in person at the delivery address, and a signature must be provided.

6. Additional deliveries

6.1 If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver your order.

7. Collection

7.1 If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

8. Delivery problems

8.1 If you experience any problems with a delivery, please contact us using the contact details that we publish on our website.

8.2 If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).

8.3 An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a) you provided a wrong or incomplete address for delivery;

(b) the address for delivery is not reasonably accessible;

(c) the address for delivery cannot safely be accessed;

(d) if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or

(e) if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

Returns policy

1. Introduction

1.1 We have created this policy to enable you to return products to us in appropriate circumstances.

1.2 This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

2. Wrong or missing items and damaged or defective goods

2.1 We will make every effort to ensure that you receive your order promptly and in perfect condition. If however the goods delivered are wrong, incomplete, damaged in transit or are otherwise defective at the time of delivery, you should contact us within seven working days of receipt and provide photographic evidence of the damage or defect. If sufficient evidence is provided we will arrange for the collection and return of the order to us. If the goods returned to us are found to be damaged or defective, we will at your discretion either:

(a) refund all monies paid by you for the goods (including delivery costs) in the same form of payment originally used for the purchase; or

(b) provide replacements at our own cost (if available).

3. Returns

3.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a) you contact us in writing within 14 days following the date the order was received (e-mail is acceptable);

(b) the returned product is unused, in its original packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new;

(c) you comply with the procedure set out in this policy in relation to the return of the product; and

(d) none of the exclusions set out in this policy apply.

4. Returns procedure

4.1 In order to take advantage of your rights under this policy, you must contact us in writing within 14 days of receiving the order, and then send the products to us with a covering note quoting the order number.

4.2 Products returned under this policy will be sent (at your own cost and risk) to an address provided by us, unless otherwise agreed.

5. Exclusions

5.1 The following kinds of products may not be returned under this policy:

(a) any product made to your specification;

(b) any product made to order;

(c) any product personalised or adapted for you;

6. Refunds

6.1 We will issue a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy and provide a credit note for the amount refunded.

6.2 Non-defective returns will be subject to a 15% restocking fee which will be deducted from the amount refunded to you.

6.2 We will not refund the original delivery charges relating to the returned product unless otherwise agreed.

6.3 We will not refund any costs you incur in returning the product to us unless otherwise agreed.

6.4 We will refund any money received from you using the same method originally used by you to pay for your order.

6.5 We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

7. Improper returns

7.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product at our sole discretion without any liability to you.